Colin Shaw
Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.
2011: Six social media trends to look out for
What will 2011 be the year of? Mobile? Social Business? Geo-location? F-Commerce? Every year someone makes a prediction that 'this will be the year of...
Lessons from the Milgram Experiment
These videos are both fascinating and horrifying and have some salutary lessons for improving the Customer Experience. The Milgram experiment was an infamous experiment...
Is Twitter really an effective customer service channel?
Twitter has been dogged by questions of how it will monetise the popular micro-blogging platform. It has recently introduced an advertising model, slowly rolling out...
Is your customer experience driven by customer insights?
How is your customer experience defined? What are the key influences in your plan? Nunwood's strategy director David Conway has written a great piece over...
10 Innovative and successful business models from 2010
View more presentations from Board of Innovation (BOI). Here is a great presentation on some new ways web startups are making money. The deck covers...
The importance of Trust in the Customer Experience
Trust is one of the key factors in a great customer experience. Can your customers trust your organisation? Can they trust you that you won't...
The Top 5 Customer Complaint Letters
How do you deal with a particularly troublesome customer complaint letter? From Hamsters to iPod Nano's to seat 29E, here is a great round up...
Measuring the purchasing power of the subconscious experience
Here at Beyond Philosophy we have been doing work on the Subconscious customer experience for a while, which brought our attention to this post...
The worlds best in-flight experiences revealed
I travel across the pond a lot and I know the in-flight experience is where airlines can win or lose on their customer experince. The...
The cost of poor Customer Service [report]
Genesys have released this insightful report into The Cost of Poor Customer Service: The Economic Impact of the Customer Experience in the U.S. The report...
Experiences that stay with you for years
It's always great to see someone else on the blogosphere who is aligned with our vision of what makes up a great customer experience...
The Customer Experience around Social Commerce
We've seen it coming over the past few years, but it appears that social commerce has finally arrived. Fast Company have written a great post...
Best Global Brands 2010 Report
Interbrand have just released their latest report on the Best Global Brands in 2010. I would recommend reading the full report, but as a sidenote,...
Does your brand offer an online experience within the social entertainment space? [report]
Nielsen have published another insight into Americans online behaviour, with some the focus on social entertainment. From the graphic you can see that Americans are...
A Baby Boomer customer experience
I'm a baby boomer and don't forget me. I've just dug out this post from Nielsen regarding the importance of the so-called 'Baby Boomers' and...
Facebook Places – an opportunity for a customer experience?
The rise of geo-location services, culminating in the release of Facebook Places, has led me to ask one key question – is there an...
Emotional rooms, Emotional brands, Emotional customer experiences
The prolific Seth Godin has written a brilliant post on how we seek out emotions in our daily lives. Occasionally we encounter emotions at random....
Help Chat Boxes – Advice for your online customer experience
Trying to move customers through your customer service journey can be treacherous endeavour, but lending a helping hand is always a good thing right? Well,...
The Empathetic Customer Experience [Video]
I saw this brilliant video by the RSA Animate series depicting "Bestselling author, political adviser and social and ethical prophet Jeremy Rifkin investigates the...
Global Customer Service Research – putting numbers to customer experience
Echo Reserach have released a Global Customer Services Barometer for American Express. There's plenty of insight there, these were the key stats that really...